Online service failure, consumer attributions and expectations

By Katherine E Harris, Lois A. Mohr, Kenneth L. Bernhardt. 2006

132 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/7a4ae580c677e934695ade86da98d8630aa3a2ac

Citations in the corpus

• Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights (2014, unknown): “48 / Journal of Marketing, January 2014 Dowd 2007), situational factors (Epley et al. 2004), and external factors (Carlson 1990). To provide a robust and encompassing theoretical framework, we incorporate scenarios with both constant and variable reference levels to develop our propositions. Next, w”